Innovation Technology Support Specialist II

Flagler County is dedicated to enriching the lives of those we serve and strives to deliver a vibrant and prosperous community with a focus on providing exceptional quality of life.  As we work together to put the needs of our community first, we are also dedicated to our employees, investing in competitive compensation and comprehensive benefit plans – to take care of you and your family now, and in the future.  And with continuing education and advancement opportunities, you can build a long, successful career with us.  You’ll thrive in an environment where we build a culture of innovation by encouraging collaboration and empowering staff to facilitate positive outcomes. We understand the importance of work/life balance, having flexible work schedules and the ability to be able to afford health insurance.  That’s why our benefits are known to be some of the best around!  We offer a robust benefit package that includes low-cost health insurance, no cost onsite wellness center and gym, retirement in the Florida Retirement System, County paid basic life insurance, 13 paid holidays, generous personal leave, tuition reimbursement, longevity pay, and wellness programs to support a happier, healthier you. At Flagler County we aspire to be the catalyst that makes us an employer of choice.

Position Summary
Under direct and/or minimal supervision, individuals are responsible for supporting end user computing and telecommunication needs. Responsible for the installation and support of corporate workstation hardware and software at all County locations. Assists in the installation and support of personal computers, printers, communications, and new software. Acts as a bridge between the service desk and Tier 3 engineering teams, and helps keep systems secure, compliant and available for daily operations. Assists with projects to evaluate and install new hardware and software. Regular contact with employees at all levels throughout the County, vendors, auditors and other subsidiaries.

Essential Functions

• Resolve escalated tickets within defined SLAs, documenting all troubleshooting steps and resolutions in the ticketing system.
• Escalate unresolved or systemic issues to Tier 3, network, security or application teams with clear technical documentation.
• Identify recurring incidents and contribute to problem management and root cause analysis.
• Troubleshoot and repair Windows desktops, laptops, mobile devices, printers and peripherals.
• Support Microsoft 365 / Intune, Active Directory and VPN or remote access issues.
• Deploy, image and configure workstations; install and patch approved software.
• Perform remote support using approved tools and provide on-site support as needed.
• Diagnose basic network connectivity problems (DNS, DHCP, TCP/IP, Wi-Fi, VLAN access).
• Create and maintain knowledge base articles, SOPs and troubleshooting guides.
• Maintain accurate hardware and software asset inventory records and chain-of-custody documentation.
• Mentor and provide guidance to Tier 1 staff.
• Communicate clearly and professionally with users of varying technical ability, including senior leadership.
• Performs related work as required. 
• During emergencies, all employees are considered essential personnel and may be required to perform alternate duties.

These essential functions are not to be construed as a complete statement of all duties performed. All employees will be required to perform other job-related duties as required.Minimum Qualifications

• Associate degree in computer science or similar field with considerable course work in application administration and maintenance.
• Must possess one of the following certifications: CompTIA A+, Network+, Microsoft 365 Fundamentals.

• Must be familiar with PowerShell scripting, Intune, Azure, imaging tools and mobile device management.
• Must possess 2–4 years of IT help desk or desktop support experience, maintaining, troubleshooting, and repairing desktop computers in a Microsoft Windows environment with advanced skills supporting Microsoft applications. Experience preferably in a government or other regulated environment.
• Must Possess Criminal Justice Information Systems Level 3 Certification or have the ability to obtain. 
• Valid State of Florida Driver’s License. 
• Any equivalent combination of related training, education and experience may be substituted on a year-for-year basis. 

Flagler County is a drug free workplace, some positions may require a pre-employment drug screen.

Flagler County, Florida is an Equal Opportunity Employer. In compliance with the Americans with Disabilities Act, Flagler County, Florida will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

Knowledge, Skills and Abilities

• Knowledge of the following is essential: Some VoiP experience, and Voice/Data cable toning and installations.

• Advanced installation and support of Microsoft operating systems and application software or other standard operating systems in use in the County. 
• Advanced installation and support of personal computer hardware. 
• Basic network troubleshooting skills. 
• Must be familiar with PowerShell scripting, Intune, Azure, imaging tools and mobile device management.
• Working knowledge of Windows environment, Active Directory, Microsoft 365, and TCP/IP networking fundamentals.
• Strong troubleshooting, written communication and customer service skills. Analytical problem solving, attention to detail, integrity and discretion, adaptability, teamwork, time management under SLA pressure, and commitment to public service.
• Oral and written communication skills plus organizing and planning. 
• Problem solving and decision-making skills. 
• Basic training techniques for one-on-one assistance. 
• Must have the ability to work well with others in a team environment. 
• Provide on call support as needed. 

Physical Requirements

• Physical demand: Heavy 
• Some heavy lifting, carrying up to 45 lbs. and possibly greater. 
• Some walking, standing may be required. 
• Expressing or exchanging ideas by spoken word or perceiving sound by ear. 
• Good eyesight for production or safety of self and others. 
• Physical agility is required in kneeling, bending, stooping, pulling, climbing of ladders, and reaching.